Facility Rockstars

What key strategies can facilities managers adopt to enhance service delivery, improve communication, and build effective maintenance programs?

John Boucher, the Director of Facilities Planning and Management at Harvard Art Museums shares valuable insights from his extensive career in facilities management, emphasizing the importance of viewing it as a service industry. He discusses the significance of understanding customer needs, maintaining proactive programs, and ensuring prompt communication. John also reflects on his personal journey from being a Navy electrician to a senior facilities manager, and how Harvard's educational benefits contributed to his career advancement. He also discusses the importance of treating people like people and having genuine interactions to build relationships.

Takeaways:

• Glean insights from the service industry: Facilities management is similar to the service industry. It's about anticipating and meeting customer needs, much like asking "Do you want fries with that?" John Boucher emphasized adopting this mindset to better serve facility users.
• Maintain a clean and welcoming environment: Ensure facilities are clean, welcoming, and comfortable. Recognize that different users have unique needs, and it’s essential to address those individual requirements.
• Proactively meet users' needs: Actively engage with users to understand how they interact with the facility. Regularly seek feedback and be prepared to adjust operations to better serve their needs.
• Prioritize responsive communication: Respond to emails, calls, and inquiries promptly, even if you don’t have a final answer. Acknowledge the query and commit to finding the information. This reduces complaints and enhances communication.
• Establish comprehensive PM programs: Set up Preventive Maintenance (PM) programs to routinely maintain and inspect equipment. Use Computerized Maintenance Management Systems (CMMS) to track PM and Corrective Maintenance (CM) tasks, aiming to resolve issues before they arise.
• Enhance staff training: Provide continuous training for maintenance staff to ensure proper inspection and upkeep of equipment. Regularly update training sessions based on recurring issues identified through maintenance records.
• Engage with staff on a human level: Develop a management style that fosters frequent engagement with staff. Simple actions like greeting employees and checking in on their well-being can significantly boost morale and improve the work environment.

Quote of the Show:

• “I like to tell people that you need to learn how to say, 'Do you want fries with that?' because it's the same idea. You need to anticipate your customer's needs, and sell them on what will make their life better."

Links:

• LinkedIn: https://www.linkedin.com/in/john-boucher-9001113/
• Company website: https://harvardartmuseums.org/
• Email: [email protected]

Shoutouts:

• Harvard Extension Program: https://extension.harvard.edu/
• Harvard Fire Safety Group

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
• Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
• Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
• Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
• YouTube: https://youtu.be/j_pxrNmTPEI
• Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

Ryan Hacker, an experienced facilities professional shares his insights on the importance of building relationships in the field, drawing from his career at UMass Medical School to his current role as Assistant Director of Facilities and Manager of Capital Projects for Worcester Public Schools. The conversation touches on key topics such as supporting client missions, the need for flexibility and adaptability, and overcoming challenges like ageism in the industry. Ryan also discusses his involvement with nonprofit organizations and the Association for Facilities Engineering (AFE). The episode wraps up with a look into Ryan's valuable advice for those aspiring to enter the facilities management profession.

Takeaways:

• Maintain Composure in Crisis: Emphasize the importance of remaining calm and practical during emergencies. This quality is essential for professionals in facilities management to effectively handle unexpected challenges.
• Customer Service in Facilities Management: Highlight the significance of providing excellent customer service and building strong relationships with clients. This helps in better understanding their needs and fostering a supportive environment.
• Value of Longevity in Roles: Stress that spending extended time in an organization allows for deeper relationships and better investment in the team's collective goals. Longevity can lead to more profound, trust-based relationships.
• Overcoming Ageism: Address the challenge young professionals may face due to ageism and the importance of showcasing competence and dedication to gain respect and recognition in the field.
• Stick to Career Paths but Stay Flexible: Encourage new graduates to pursue their initial career goals while remaining open to opportunities in related fields—such as facilities management—that may offer rewarding experiences and professional growth.
• Leverage Professional Networks: Recognize the importance of maintaining connections with colleagues, mentors, and peers from educational and professional backgrounds. These networks can provide crucial support and advice throughout one's career.
• Commitment to Community and Volunteering: Suggest using one’s skills and expertise to support non-profit organizations and community initiatives. Volunteering can be rewarding and help fill critical gaps in expertise for these organizations.

Quote of the Show:

• "Being passionate about the services we provide is at the heart of great customer service. It's been an honor to truly get to know the people we work with and support."

Links:

• LinkedIn: https://www.linkedin.com/in/ryanbhacker/
• Website: https://www.worcesterschools.org/

Shoutouts:

• Worcester Chapter of the Association of Facilities Engineering: https://afe.clubexpress.com/content.aspx?page_id=22&club_id=244299&module_id=188668&sl=1112836376

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
• Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
• Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
• Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
• YouTube: https://youtu.be/c2yae6vusQE
• Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

In this episode of Facility Rockstars, host Jay Culbert interviews Kevin Blacker, the Director of Operations at Alta Material Handling. Kevin shares his expert insights on the critical aspects of forklift management, emphasizing the importance of safety, maintenance, and uptime.

Kevin explains that proper operator training is crucial for safety and suggests that facilities implement regular maintenance schedules. Kevin also discusses modern advancements in forklift technology, including LiDAR systems and automated guided vehicles. Additionally, he touches on the importance of maintaining clean and debris-free facilities to ensure operational efficiency.

Takeaways:

• Safety, Maintenance, and Uptime: These are critical components for every facility professional operating forklifts. Ensuring these three aspects can significantly reduce downtime and increase overall operational efficiency.
• The Importance of Having a Trained Operator: Proper training and certification of forklift operators are paramount. A trained operator is more likely to handle the equipment safely and according to regulations, reducing the risk of accidents.
• Maintenance Schedule: Adhering to a strict maintenance schedule, including daily checklists and periodic inspections, is essential. Consistent maintenance helps in identifying potential issues before they become major problems, ensuring the equipment remains operational.
• Facility Maintenance: Maintaining the facility itself, such as keeping aisles clear and floors free of debris, directly impacts the performance and longevity of forklifts. A clean environment minimizes the risk of damage to the equipment and enhances safety.
• Dusty Environments: For facilities that are particularly dusty, extra care must be taken with electric forklifts. Keeping vents and other components clean is crucial to prevent malfunctions and ensure proper functioning.
• Equipment Safety: Perimeter and zone lights are additions that enhance safety by projecting lights to create safety zones around forklifts. This visual deterrent can help prevent accidents, especially in noisy environments where auditory signals might be missed.
• Adaptability to Facility Needs: The type of equipment best suited for a facility depends on various factors, including aisle size, load types, and specific operational needs. Facilities must choose forklifts that are adaptable to their unique environments to optimize performance.

Quote of the Show:

• "If I had entered this industry earlier and experienced the growth I've seen over the last 10 years, I would have started sooner. It might sound crazy, but while I don't live and die for forklifts, I truly enjoy what I do.”

Links:

• Website: https://materialhandling.altg.com
• Resources:
  • https://materialhandling.altg.com/parts-and-services/training/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
• Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
• Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
• Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
• YouTube: https://youtu.be/MBAX4hYeCks
• Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

In this episode of Facility Rockstars, host, Jay Culbert interviews Paul Donhauser, Vice President of Global Real Estate Facilities Operations, Environment, Health, Safety, and Aviation at Boston Scientific. Paul shares insights from his 30-year career, highlighting the importance of embracing opportunities, building strong networks, and achieving success in various aspects of facilities management.

He discusses his journey from Maritime Academy to facilities management, the development of a global facilities master plan, and the creation of a scalable organizational model through centers of excellence. He also addresses the integration of ESG (Environmental, Social, and Governance) practices within his organization, the management of large capital projects, and the challenges of aligning facilities operations with business growth.

Additionally, he offers advice for aspiring facilities directors and shares personal insights into his future projects, including starting a brewery and acquiring a farm.

Takeaways:

• Say Yes to Opportunities: Be open to new projects and tasks to build trust and establish yourself as a go-to person. Generating wins, regardless of size, is vital for career advancement.
• Build and Leverage Networks: Create both internal and external networks. Develop relationships within your organization for political capital, and connect with industry professionals for knowledge and skills.
• Develop Critical Skills: Enhance your academic qualifications with relevant certifications and continuous learning. Gain experience in various roles, such as design, construction management, and commissioning, for a well-rounded perspective.
• Create Political Capital: Be responsive, positive, and proactive in problem-solving. Help others to build alliances, creating allies who support your initiatives, which is essential for advancing significant projects.
• Organize Through Centers of Excellence: Structure your team into centers of excellence focused on specific areas like facilities operations and capital projects. This promotes specialization and the sharing of best practices.
• Implement a Structured Capital Planning Process: Establish a capital planning process aligned with the fiscal calendar. Allocate funds based on clear categories to ensure efficient resource allocation and readiness at the start of the fiscal year.
• Embrace Change and Complexity: Acknowledge that new regulatory requirements, such as ESG, can add complexity. Address these challenges by allocating resources, hiring specialists, and collaborating with peers in the industry.

Quote of the Show:

• “Be the go-to person for all things facilities. Generate wins no matter what size they are and build that internal network.”

Links:

• LinkedIn: https://www.linkedin.com/in/pauldonhauser/
• Website: https://www.bostonscientific.com/en-US/home.html

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
• Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
• Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
• Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
• YouTube: https://youtu.be/xtSeqKE1zr8
• Facility Rockstars Newsletter: https://subscribe.kaloutas.com

Facility Rockstars is sponsored by Kaloutas, operating the way you operate in order to make your life easier. Learn more at: https://www.kaloutas.com

In this episode of Facility Rockstars, host Jay Culbert interviews Rich Regitano, Vice President of Engineering at AvalonBay Communities. With over two decades of experience in real estate, Rich shares his insights on the challenges of obtaining quality feedback and the importance of effective communication. He discusses the nuances of conducting surveys, creating training programs tailored to the needs of the team, and his innovative approach to 'just-in-time' training. Rich emphasizes the significance of building rapport and asking the right questions to get genuine feedback. He also sheds light on managing a vast portfolio of properties and ensuring seamless operations across different locations. Rich's approach to leadership is collaborative, always aiming for continuous improvement and prioritizing safety. He closes with reflections on past decisions and personal advice for upcoming leaders, underlining the importance of taking calculated risks and trusting one's instincts.

Takeaways:

• Invest in Getting Quality Feedback: Ensure you’re diligent in collecting feedback from multiple sources rather than relying on surface-level responses. Quality feedback requires thoughtful questions that elicit meaningful insights. Remember, understanding what people need to hear, not just what they want to hear, makes all the difference.
• Build a Rapport with People to Get Honest Feedback: Before diving into questioning, spend time building a rapport with your team or stakeholders. People are more likely to provide genuine and honest feedback when they feel comfortable and understood. This trust-building process ultimately results in more accurate insights and productive discussions.
• Use Varied Methods of Training: Not everyone learns the same way, so offer different modes of training to accommodate diverse learning styles. Whether it's in-person sessions, mobile-first videos, or quick reference guides, ensuring accessibility to resources enhances learning efficiency. Always think about your team’s success when designing training programs.
• Flip the Script on Training: Implement 'just-in-time' training that provides quick, concise tutorials available on-demand, especially when tasks aren't performed regularly. Supplement comprehensive training sessions with short, focused videos to refresh memory in real-time. This approach caters to the need for timely information, helping your team perform tasks accurately when needed.
• Importance of Safety Protocols: Prioritize safety by establishing recurring safety meetings, protocols, and practical demonstrations. Ensuring everyone on your team understands and follows safety guidelines guarantees they can work efficiently and return home safely. A strong safety culture not only protects your team but also enhances overall productivity.
• Jeff Bezos's One-Way vs Two-Way Door Decisions: Distinguish between one-way (irreversible) and two-way (reversible) decisions to move faster in a competitive environment. Encourage your team to make and learn from two-way decisions, where they can pivot easily if necessary. This approach empowers innovation and efficiency while reducing the paralysis from overanalysis.
• New Communication Techniques: Streamline communication by consolidating key information into predictable, periodic updates such as weekly emails or monthly newsletters. This ensures your team stays informed without becoming overwhelmed by constant messages. Effective communication requires a balance between frequency and clarity to maintain engagement and productivity.

Quote of the Show:

• "Safety is paramount for us; it's the most important thing. Ensuring that every individual who comes to work today can return safely home to their family is our top priority."

Links:

• LinkedIn: https://www.linkedin.com/in/rregitano/
• Website: https://www.avaloncommunities.com/about-us/

Ways to Tune In:

• Spotify: https://open.spotify.com/show/0M2XB78b09i5vkWy1eHsxb
• Apple Podcasts: https://podcasts.apple.com/us/podcast/facility-rockstars/id1729458441
• Amazon Music: https://music.amazon.com/podcasts/60bbc4f3-a123-47ca-9a83-eade102c5859/facility-rockstars
• Podchaser: https://www.podchaser.com/podcasts/facility-rockstars-5616662
• YouTube: https://www.youtube.com/playlist?list=PLmLbhPqlPpRGZR4gRsSN7WZnZVnpH36x_ <...